Refund Policy

Overview

This Refund Policy explains how refunds work for purchases made on Epochal, including subscriptions, credit packs, and the credits consumed by individual generation runs.

It should be read together with our Terms of Service, which governs billing, credits, and payments.

How billing works on Epochal

Paid features on Epochal use two kinds of purchases:

• Subscriptions — recurring plans billed monthly or yearly.
• Credits — a prepaid balance consumed when you run a generation. The number of credits a run consumes depends on the model, workflow, resolution, duration, and other settings you choose, and the estimate is shown before you submit each run.

Understanding this difference matters, because refunds are handled differently for unused purchases than for credits that have already been consumed.

Credits already consumed

Once credits have been consumed by a completed generation, they are non-refundable. A completed run has already used model and infrastructure capacity on your behalf, so the credits it spent cannot be returned.

Automatic refunds for eligible failed runs

You are not charged for a run that never produces a result:

• Blocked before submission — if a request is stopped by a safety check before it is sent to the generation workflow, no credits are consumed.
• Eligible failed generations — if a run fails to produce a deliverable result for reasons on our side, the credits it consumed may be refunded to your balance automatically.
• Safety-blocked after submission — some requests are blocked by safety systems after they enter the generation workflow. If the workflow still charges for such a request, the credits consumed may not be refundable.

These refunds are applied to your Epochal credit balance, not to your original payment method.

Subscriptions

You can cancel a subscription at any time from your account. When you cancel:

• your plan remains active until the end of the current billing period, and
• you are not billed again for the next period.

We do not automatically refund the unused portion of a billing period after a renewal. If you were charged in error — for example, a duplicate charge or a renewal you did not intend — contact us and we will review it.

Unused credit purchases

If you purchased a credit pack and have not consumed the credits, contact us within 14 days of the purchase and we will review a refund of the unused balance. Credits that have already been consumed by completed runs are not eligible.

How to request a refund

Email support@epochal.app with:

• the email address on your Epochal account,
• the order or transaction reference, and
• a short description of the issue.

We review refund requests within 5 business days. Approved refunds are returned to your original payment method, unless the refund is a credit adjustment, in which case it is applied to your account balance. Processing time after approval depends on your bank or payment provider.